That Person's Rookie Days: Part 3
From Part-Time Worker to Director: Over 20 Years of Career
The "Never Give Up" Spirit Learned Through Cold Calling in Real Estate

UNI-SQUARE February issue brings you the third installment of our popular series 'The Early Days of Our Executives'. This time, we feature Ms. Honda, who has supported customer service at Naturally Plus Japan for over 20 years, and Mr. Nakao, who leads UNIVA Paycast. One started as a part-timer and rose to director; the other transitioned from real estate sales to the payment industry. Witness the early careers of these two individuals who took completely different paths!

Noriko Honda
Director, Naturally Plus Japan
Customer Support Department Manager

Shuhei Nakao
President & CEO, UNIVA Paycast

A bond spanning over 20 years, connected by "Tokyo's Aoyama"

After graduating from junior college, Honda couldn't decide her path forward.
For a while, she lived what she describes as "a rather aimless existence." The turning point came in 2002. She suddenly decided, "I'll look for work in Aoyama!"

"I joined NP Communications, which was a subsidiary of Naturally Plus at the time, as a part-time administrative assistant. I never dreamed I'd be involved for over 20 years (laughs)."

The workplace environment when Honda joined was chaotic, to an extent hard to imagine today.

"Back then, about 15 people—full-time staff and part-timers—worked together on one floor of a multi-tenant building in Aoyama. The dozen or so landline phones were constantly ringing, with operators handling thousands of calls daily. This was before AI, let alone online ordering (laughs). Procedures were handled by phone, mail, or fax. Since all documents were 'paper,' we had to deal with quantities measured in cardboard boxes every day. Overtime was a given. Every single day was a 'battle.'"

Even so, the young staff radiated energy. Though swamped with work, there was a positive, dynamic atmosphere. Eight months after joining, the company moved to Izumi Garden Tower and increased the number of operators. The system finally became more organized and began to resemble a proper call center, but it was far from smooth sailing.

The job I kept refusing changed my fate

"Everything was trial and error. Our rapidly growing operations were completely overwhelmed. We'd handle calls while processing documents crammed into cardboard boxes. Days when we couldn't even go out for lunch were common. After closing hours, we'd discuss staff training with the SV (Supervisor). Debates would get heated, and we'd often rush out of the office panicking, 'We'll miss the restaurant's last order!'"

Back in the days before terms like "work-style reform" or "work-life balance" even existed. Working overtime until 10 or 11 every night was the norm—it was definitely not an easy workplace. What's more, since I was an employee at a subsidiary back then, I never felt the benefits of the company's rapid growth. What drove Honda to push herself so hard?

"I was determined to keep the operations running smoothly. Not just me, but every single employee was desperately thinking about how we could provide an even better service. That atmosphere is still vividly etched in my memory."

Then came the offer for Honda to be promoted to Supervisor. You'd think she'd accept immediately... but no!

"Actually, I joined the company on the premise that I wouldn't handle customer calls. I'd been offered the SV promotion several times before, but I'd turned it down each time. This time, though, I really agonized over it... I finally convinced myself, 'If it doesn't work out, I'll quit,' and decided to take on the SV role as a full-time employee. Ultimately, this choice became the biggest reason I continued my involvement with this company."

And so, despite having no management experience, Honda took charge of a team of about ten people. While answering questions from operators, she handled management duties like operational training, talent development, secondary responses through escalations, interviews, and evaluations.

What I Want to Tell NAKAMA Now

Honda, who had no prior management experience, shared the core principles of team management she learned on the job.

"What I strongly felt through my SV work was that 'the team atmosphere determines the results.' In other words, the team atmosphere is shaped by the leader's attitude and the vibe they create. Back then, I intuitively learned that how I approached things could change the results, even with the same members."

Honda's motto is "Express your own thoughts through your own words."

"I believe it's crucial not to just repeat common sense or general theories, but to articulate how you think through your own mind and heart, informed by your experiences and values. The meaning of people gathering to discuss lies in the exchange of these unique, individual voices. That's how 'something new' is born, and that becomes a vital asset for the company."

Finally, a message for all NAKAMA members arrived.

"When you're entrusted with an unexpected task, don't refuse it outright. Try taking on the challenge first. That single step can sometimes lead to unexpected growth."

"That's just plain inappropriate!" Showa-era real estate sales

After graduating from Shibaura Institute of Technology's Faculty of Systems Engineering, Nakao joined Okura Construction (now HESTA Okura). He was assigned to the Sales Department, handling sales for condominiums and single-family homes. What awaited him was a workplace environment straight out of the Showa era – unimaginable today.

"When I arrived at 8 AM, everyone was smoking loose tobacco at their desks while doing paperwork (laughs). Security was incredibly lax back then—outsiders could walk right in. Life insurance ladies from various companies would come in, often trying to sell us insurance or handing out candy."

Every day at 8:30 a.m., they'd drive as a team to condominiums or planned housing developments. Then they'd hit their assigned areas for cold calls, visit homes with appointments, or show model units. Sometimes they'd even also make sales calls to nearby homes from the model units. Days went by with them returning to the office between 6 and 7 p.m. and then dispersing.

"We had about three days off per month. But regardless of whether they were superiors, seniors, or juniors, we often went out drinking after work. The pay was good, so at least I saved a lot of money (laughs). However, I never felt like my personal life was fulfilling at all."

An unforgettable episode from the rookie days

“One day, I accidentally walked into a sales office that was considered a bit intimidating by most people. I was genuinely scared back then (laugh). I thought I had checked the sales territory map, though. Another time, when selling condominiums in Yokosuka, I focused my sales efforts on relatively high-income, stable housing like Self-Defense Forces dormitories and nurses' dormitories, targeting them as investment properties for singles. Since they had high credibility with financial institutions and were easy to secure mortgages for, the contract rate was quite high. Nearly one-third of the units in that condominium were occupied by Self-Defense Forces personnel and nurses, creating a small community. I later heard from a colleague that about three couples actually got married within that condominium complex!"

Looking back, Nakao reflected that his real estate sales experience taught him a lot.

"I learned a lot from many people about how to understand clients' perspectives and ways of thinking different from my own. Also, since I handled many mortgage loan approvals in sales, I gained financial knowledge. And then, I guess it was developing resilience—not getting discouraged easily (laughs). Well, that had its own issues too, though."

Message to NAKAMA

Nakao's mottos are "Keep exploring and moving forward, and the future will open up" and "Timidity is your greatest enemy." We received messages from him for both young employees and those who are "not so young."

To the Younger Members

Always take action. The more action you take, the more opportunities you create. When you're young, everyone supports the opportunities you create. Nothing comes without doing anything. This is the time when the amount of action you take directly correlates to the amount of experience you gain. How much you can do now shapes your future career. Keep exploring and keep moving forward!

To Our "Not-So-Young" Colleagues

The pace of change in our times will only accelerate further. It's essential to stay on top of trends, constantly gathering and understanding information from all sources. Often, seemingly random things, information not directly related to your work, or topics young people are focusing on can provide valuable hints for our business. Remember to gather information directly from diverse environments and people, and always keep yourself updated.

Ms. Honda, Mr. Nakao, thank you so much for your cooperation!